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SugarCon 2013: Leveraging Customer Loyalty Programs to Drive a Great Customer Experience

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Dag Unhjem& Christopher Østby, Tollpost Globe AS

Tollpost Globe deliver world-class logistic services and offer future-oriented solutions that create competitive benefits for their customers. For Tollpost Globe it is all about partnership to increase their customers competitive edge. This session will discuss the implementation of a loyalty program providing substantial value and how SugarCRM has been a vital part to leverage the possibilities in the program. It is all about providing a 360 degree view of the customer empowering all employees in the company. Furthermore the session will discuss the business benefit of Tollpost Globe’s SugarCRM implementation and plans for further development creating the platform to enable an exceptional growth rate in the future.

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SugarCon 2013: Leveraging Customer Loyalty Programs to Drive a Great Customer Experience

  1. 1. Leveraging Customer Loyalty Programs to Drive a Great Customer Experience Dag Unhjem, CTO, Tollpost Globe ASChristopher Østby Andersen, Ass. Director Sales, Tollpost Globe AS
  2. 2. AGENDA• Tollpost Globe in brief• Building a platform for growth• Results• Future plans
  3. 3. Tollpost Globe in briefCompetitive edge
  4. 4. TOLLPOST GLOBE IN BRIEF• Leading logistics provider• Yearly revenue €550 000 000• 1600 employees incl 400 drivers• Subsidary of PostNord - Swedish and Danish Post - 5,5 billion in yearly revenue• 500 SUGARCRM users
  5. 5. COMPETITIVE EGDE
  6. 6. COMPETITIVE EGDE
  7. 7. OUR JOURNEY
  8. 8. CUSTOMERS
  9. 9. Building a platform for growthBuilding a platform for growth
  10. 10. A PLATFORM FOR GROWTH
  11. 11. SUGARCRM – “The obvious choice”• From Siebel to Sugar• TCO• Flexible• Professional partner..
  12. 12. INCREASED SERVICE• E-services• Requests – Including statistics – Fully integrated with Sugar• SLA• Internal communications – Handled in Sugar
  13. 13. ONE VIEW OF THE CUSTOMER• For all• Activities• Documents• Requests• Revenue• SLA• Loyalty program
  14. 14. CONTINUOUSLY DEVELOP• Relevance• Continuously development• Ownership
  15. 15. Results – so farSome measures of success!
  16. 16. FOGGY NAVIGATION
  17. 17. SOME MEASURES OF SUCCESS
  18. 18. Future visions and plansCreating unique business opportunities
  19. 19. SOCIAL BUSINESS• Social business – A part of our loyalty program – Secure and document internal processes – IBM connection
  20. 20. PROACTIVE BEHAVIOR• Enable proactive behavior• Automatic handling• Marketing automation
  21. 21. Thank You

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